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Elements and Performance Criteria

1. Identify and clarify the customer's request
   • Customer's requirements are identified
   • All necessary information is elicited from the customer
   • Data on insurance proposal is gathered within timelines required by organisation
   • Underwriter's terms and conditions are applied
   • Risk information advised by client is verified
   • Survey requirements are implemented if applicable
2. Issue insurance contact
   • Terms and conditions of contract are specified in line with organisation guidelines, policies and procedures
   • If request falls outside the organisation guidelines, decision is referred to the appropriate person
   • Contract documentation is completed and reviewed to ensure it meets legislative requirements
   • Contract is checked for accuracy and omissions according to operating procedures
   • Cover note, quote, or new insurance contract is issued following organisation operating procedures and dispatched to customer
   • Contract documentation is accurately filed in accordance with operating procedures
   • If requested by customer, policy is cancelled and documentation dispatched to customer

Required Skills

Required skills

communication skills to determine and confirm information using questioning and active listening as required relate to customers liaise with others share information listen and understand use language and concepts appropriate to cultural differences numeracy and IT skills to perform calculations related to achieving required outcomes use computer applications word processing spreadsheet database specific purpose computer systems to assist in achieving required outcomes access and update records electronically access webbased information services literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information research and analysis skills for accessing and interpreting relevant information organisational skills including the ability to plan and sequence work

Required knowledge

basic industry sector compliance requirements organisation and departmental policy procedures and authorities organisation and industry sector policy wording organisation IT and communication systems interpretation of applicable ratings relevant insurance product knowledge relevant industry legislation

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to interpret and apply relevant legislation identify and clarify the customers request issue insurance contract
Context of and specific resources for assessment	Assessment must ensure competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment access to and the use of a range of common office equipment technology software and consumables access to organisation records access to organisation policies and procedures
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency observing processes and procedures in workplaces verbal or written questioning on underpinning knowledge and skills evaluating samples of work accessing and validating third party reports
Guidance information for assessment

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Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Risk information may include:	claims history driving and/or accident history locality and other information relating to the particular contract.
Survey requirements may include:	risk improvement requirements.
Documentation includes:	amendments certificate of insurance cover notes invoices policy notices.

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